SERVICE-CLOUD-CONSULTANT Online Practice Questions and Answers

A Service Representative transfers a Live Agent Chat to another Representative.

Which two things will happen? Choose 2 answers

A. The Customer is shown the new Representative's Name

B. Both Service Reps can chat with the customer

C. The chat transcripts and case are transferred

D. The Customer doesn't know they were transferred

After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.

How should a consultant correct this problem

A. Grant Authors access to the FAQ article type.

B. Set article Org Wide Default to Public ReadWrite.

C. Add Authors to the FaQ Data Category.

D. Grant Authors access to the FaQ record type

Universal Containers contact center has experienced an increased number of customer questions due to a growing product portfolio. Which two solutions should a consultant recommend to minimize the need to hire more agents? Choose 2 answers

A. Community

B. Web -to -Case

C. Live Agent

D. Chatter Questions

Universal Containers plans to migrate its existing knowledge base into Salesforce Knowledge.

Which three statements must be considered?

Choose three answers

A. A separate .csv import file is uploaded for each data category

B. Attachments and .html files must be referenced in a corresponding .zip file

C. Each article must be associated to an article type

D. One .csv import file is uploaded for all article types

E. A separate .csv import file is uploaded for each article type

Universal Containers' agents often need to access the same cases, contacts, and orders multiple times per day. What should a consultant recommend to meet this requirement?

A. Create a custom list view for cases, contacts, and orders and pin them to the side bar.

B. Enable the "Access Recent Items" user permission on the user profiles.

C. Enable the "History" component within the Salesforce Console for Service.

D. Embed a "Recent Items" Visualforce component into the Salesforce Console for Service.

A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases such as password resets and order inquiries. In order to reduce the number of cases created, CK wants to provide customer self-service in the following channels: web, SMS, Facebook Messenger, and WhatsApp.

What is the recommended case deflection solution?

A. Chat for Web and In-App

B. Digital Engagement Messaging

C. Social Customer Service

D. Einstein Bo

Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL) to align with industry best practices?

A. Information Technology (IT) help desk

B. Telesales center

C. Human Resources (HR) help desk

D. Telemarketing center

Universal Containers (UC) has hired a consulting firm to implement its new Service Cloud platform and requires quick iterations and a speedy project completion. UC has requested frequently project updates for check-ins and refinement.

Which methodology should the Consultant recommend given the requirements?

A. Force.com IDE

B. Agile

C. Kanban

D. Waterfall

The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allow customers to contact agents through phone and chat.

Which solution should be implemented to support this?

A. Omni-Channel

B. Case Auto-Response Rules

C. Visual Workflow

D. Case Assignment Rules

A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source articles are in HTML and contain several images. All of the articles are FAQs.

Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)

A. Create the data categories and set up the data category values.

B. Set up a zip file that contains the CSV, HTML, and image files.

C. Create the custom fields for the slide type

D. Set up the article actions and assign publishers to each action

E. Set the publication status of the article tame to draft status